Associate, Customer Support - Remote (USA)

About the Company

Gemini is a global crypto and Web3 platform founded by Tyler Winklevoss and Cameron Winklevoss in 2014. Gemini offers a wide range of crypto products and services for individuals and institutions in over 70 countries.

Crypto is about giving you greater choice, independence, and opportunity. We are here to help you on your journey. We build crypto products that are simple, elegant, and secure. Whether you are an individual or an institution, we help you buy, sell, and store your bitcoin and cryptocurrency. 

At Gemini, our mission is to unlock the next era of financial, creative, and personal freedom.

In the United States, we have a flexible hybrid work policy for employees who live within 30 miles of our office headquartered in New York City and our office in Seattle. Employees within the New York and Seattle metropolitan areas are expected to work from the designated office twice a week, unless there is a job-specific requirement to be in the office every workday. Employees outside of these areas are considered part of our remote-first workforce. We believe our hybrid approach for those near our NYC and Seattle offices increases productivity through more in-person collaboration where possible.

The Department: Customer Support

Our Customer Support team is a group of highly talented and dynamic contributors. Each individual ensures that our customers have the best experience possible when they need help, have a question, or provide feedback. The team efficiently manages all inbound service requests and communications with customers during the onboarding process, and are increasingly contributing to outbound communications.  While their main focus is retail customers, they are progressively interacting with institutional customers. During periods of low-service volume, the team also eagerly takes on support-centric projects. This role is expected to cover US West Coast hours.

The Role: Associate, Customer Support

As Gemini continues to grow rapidly our Customer Support organization must expand and dynamically change to meet the needs of our customers. The Customer Support Associate is a vital part of creating a successful CS operation at Gemini. A successful Associate will help resolve priority customer inquiries and triage with internal stakeholders for long term fixes.  Each associate will maintain communication with team leads and management with feedback on day to day. 

This role requires a schedule outside of normal business hours. The options are Tuesday - Saturday 10:00 AM - 6:00 PM Pacific Time (PT) or Sunday - Thursday 10:00 AM - 6:00 PM Pacific Time (PT).

Responsibilities:

• Handle high priority customer requests 
• Act as a liaison between cross-functional Gemini teams and the customer to ensure issues are progressed and customers remain informed
• Handle issue escalations from management as needed 
• Work with cross team department heads to ensure runbooks and procedures are accurate and up to date
• Create process enhancements and workflow efficiencies, and manage any projects to completion
• Occasional on-call weekend coverage with flexibility during the week 
• Review processes to ensure accuracy, efficiency, and scalability on a quarterly basis

Qualifications:

• 3-4 years in a customer support capacity or equivalent
• Passionate about providing great customer experience
• Confident verbal communication and polished written communication
• Experience administering and configuring Zendesk Support, Guide and Chat
• Experience and comfort with solving complex problems from end-to-end
• Comfort with flexible hours, including weekends, for comprehensive support coverage
• Experience in financial services support and a regulated environment
• Familiarity with Cryptocurrencies/Blockchain technologies 
• Basic understanding of Financial Markets and Trading

It Pays to Work Here

The compensation & benefits package for this role includes:

• Competitive starting salary
• A discretionary annual bonus
• Long-term incentive in the form of a new hire equity grant
• Comprehensive health plans
• 401K with company matching
• Paid Parental Leave
• Flexible time off

Salary Range: The base salary range for this role is between $66,000 - $75,000 in the State of New York, the State of California and the State of Washington. This range is not inclusive of our discretionary bonus or equity package. When determining a candidate’s compensation, we consider a number of factors including skillset, experience, job scope, and current market data.

At Gemini, we strive to build diverse teams that reflect the people we want to empower through our products, and we are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. Equal Opportunity is the Law, and Gemini is proud to be an equal opportunity workplace. If you have a specific need that requires accommodation, please let a member of the People Team know.

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